Customer feedback, star ratings, and smart reviews

Customer feedback helps you understand what’s working and what needs improvement. Once feedback is enabled for a store, storekit asks customers to rate their experience after orders and bill payments.

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How It Works

After a customer completes an order or pays a bill, they’re prompted to leave feedback:

1. Star rating - 1 to 5 stars for their overall experience
2. Written comments - Free-text field for additional feedback
3. Detailed ratings - Optional sub-ratings for Food, Service, Atmosphere, and Value for money (see Detailed Feedback Questions)

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Enabling Feedback

Feedback is set per store. Once enabled, customers are asked for feedback in three places:

• Feedback email: Sent when the store accepts an order from a customer with an email address, after the delay above.
• Order status page: A How was your order? star prompt, for orders that weren’t paid as a bill.
• Bill payments: In a modal after a successful Pay at Table payment.

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Smart Reviews

Smart Reviews help you capture positive reviews on external platforms like Google and Tripadvisor, while keeping constructive feedback private.

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How Smart Reviews Work

When a customer gives a 5-star rating:

1. They’re shown your configured external review links
2. They can tap to leave a review on Google, Tripadvisor, etc.
3. Their positive feedback appears publicly where it matters most

When a customer gives 1-4 stars:

1. They’re asked to explain what could be improved
2. Feedback stays private in your dashboard
3. You can address issues before they become public reviews

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Supported Platforms

Paste a review link from any of these sites and storekit recognises the site automatically: Each store can have one link per site. Adding a second link for the same site replaces the first.

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Setting Up Smart Reviews

1. Go to Stores → your store → Settings → Feedback
2. Scroll to Smart reviews
3. Paste your review page URL and click Add (or press Enter). The link is saved straight away.

If the store is linked to a Google Business Profile, you can click Use this store’s Google listing instead to add its Google “Write a review” link in one click. Once a link is added, the section shows Live and each link shows how many guests it has sent. To remove a link, click the × next to it. It’s removed straight away.

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Reviews Aren’t Appearing on Google

Ratings collected by storekit are not published to Google, Tripadvisor or any other platform. There is no review sync: storekit only invites the customer to leave a review themselves, and the review is theirs to write and post. For a fuller breakdown of what each star rating triggers, see What happens after a guest leaves a rating →. What storekit actually does is show your review links to customers who rate you 5 stars. So if reviews aren’t showing up on Google, the usual causes are:

• No Google link is configured. Without a saved link for Google, a 5-star customer is never shown anywhere to go.
• The link is wrong or invalid. The URL must be a http(s) link on a Google domain (google.com, search.google.com, maps.google.com, g.page). Anything else is rejected when the customer taps it.
• Few 5-star ratings. Customers who rate 1-4 stars are asked what could be improved instead, and that feedback stays private in your dashboard. A low volume of 5-star ratings means very few customers are ever sent to Google.
• Customers didn’t finish. Being shown the link isn’t the same as posting a review — the customer still has to write and submit it on Google.

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Checklist

1. Go to Stores → your store → Settings → Feedback and confirm Enable feedback is on.
2. In Smart reviews, confirm the section shows Live and there’s a Google link.
3. Click the open-link icon next to the Google link and check it lands on the “Write a review” dialog for the right business. If it doesn’t, paste the correct link and click Add to replace it.
4. Place a test order, open the review prompt and select 5 stars — you should see the leave a review dialog with your Google link. If only one review link is configured, it opens automatically in a new tab.

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Detailed Feedback Questions

Detailed questions ask customers to rate these categories separately, as well as giving an overall star rating:

• Food - Quality and taste of the food
• Service - Staff attentiveness and friendliness
• Atmosphere - Ambiance and environment
• Value for money - Whether pricing feels fair

There is no setting for detailed questions in the dashboard: they are switched on by storekit, not under Feedback. When they are off, customers give a star rating and a comment only.

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When Feedback Is Requested

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After Orders

Customers see a How was your order? star prompt on the order status page. It appears when:

• Enable feedback is on for the store
• The order wasn’t paid as a Pay at Table bill
• No review has been submitted for the order yet

Customers who leave an email address also get the feedback email, sent after the Notification delay.

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After Bill Payments

For Pay at Table payments, a review modal appears automatically after a successful payment. Whether customers can close it without rating is set by storekit; there is no dashboard setting for it.

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Viewing Feedback

Go to Feedback → Reports in the main menu. This opens Feedback overview, with the overall rating, the rating split, the trend over time, ratings per store and a list of every review.

• Pick the period with the date range selector and the stores with the store selector.
• Click With comments to show only reviews that include a comment.
• Click Export to download the reviews as a CSV file.

There is no filter by star rating or by order type. The menu on the left of the reports also has Feedback Trends and Item Feedback (ratings and comments per menu item). Google Reviews and Smart Reviews are listed there too, depending on your account. Replying to Google reviews is covered in Review Management.

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Webhooks

Receive real-time notifications when customers submit feedback: The webhook payload includes the star rating, comments, and any detailed ratings submitted. See Webhook Events for payload details.

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Best Practices

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